BU Stance on CUIC and Social Miner (CCX Web Chat) on BE6000

Could the BU give the field some clarification on support of both CUIC and Social Miner (for Web Chat) co-resident on the BE6000 platform? Both applications require VMs and are a part of the CCX 9.0 release. These applications are not mentioned in the "gang of eight," however one could argue they do fall under CCX.

CUIC is within UCCX and is supported in BE6K no issues there. Social Miner is a separate VM and isnt' one of the supported apps from all the documentation I have seen. Social Miner is used for web chat but isn't really solely dedicated for CCX, It can also be used as a standalone app.
Srini

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Social miner + CCX chat configuration

hay
i integrated cucx with social miner ver 9
the integration is fine
after fill in the html web i recive the massege "All customer care representatives are busy assisting other clients. Please continue to wait or try again later."
in the campaign feed, the social contact is going up every massege ,and the agent desktop web page is login status
the issue is that i dont c the chat working in the agent desktop at all
i dont recive nothing....like somthing is missing......
any ideas???
tk
shoham

CUIC is within UCCX and is supported in BE6K no issues there. Social Miner is a separate VM and isnt' one of the supported apps from all the documentation I have seen. Social Miner is used for web chat but isn't really solely dedicated for CCX, It can also be used as a standalone app.
Srini

UCCX 10.5 and Social Miner?

Hi
I know that the web chat features of 10.5 run on the social miner platform that ships with CCX once the server license has been acquired. Does this license let you leverage the other features of social miner like Facebook/Twitter/RSS Campaigns? Or is it just limited to web chat?
Thanks

Did you ever find out more info on this, or are you still stuck on it?

About CCX Web Chat and Socialminer

When agent receives a chat invation and accept it, the agent cann't login to chatroom and the customer is in waiting status. I have tried to restart socialminer XPP service and it is in started state. Here is the screen shot below. Does anyone know what's the problem?
The chatroom interface is grew and always in "connectting to chatroom" state. But I can handle this chat in socialminer web page.

Hi,
Is the Certificate for Social Miner installed on CCX? Also I see the problem is with respect to the Chinese Locale. Is it happening to the English Locale as well? Are the Language packs installed?
Regards,
Arundeep

Cisco social miner

Hi team
My client would like to implement social miner CCX 9.x but their concerns are that the server sits on the internet facing zone DMZ and the data base that house the transcript for web chat resides in the DMZ instead of the secured zone.
Any suggestions out there from any experts will be appreciated.
Sent from Cisco Technical Support iPad App

Hello Fayiz,
What is the version you are using?
Regards,
Shabeer

Web chat social miner 9.0

Hello!
I try to configure agentdesktop ccx web chat, but I can't researc a sucess. I see this message at the top of my window. In English this means "Subsystems of chat isn't avaliable" or "Subsystems of chat is off". In my UCCX I have:
utils service list:
I can to create a chat manually without UCCX, but I cann't come in agentdesktop without "time-out mistake". My DNS is work without problem. I don't have errors of a certificate when I use domain name insted of IP-address. I can't find mistake despite of I did all how it was in the guides or ciscowiki.
Could you hepl me and give me an advice how I can solve my problem? What informaton must I show for getting an advice?
P.S. When I try to get chat for client according a webform I see this mistake:

Hello,
Please check the servives on UCCX:
CCX Serviceability -> Tools -> ControlCenter -> Network Services.
There are 2 services that must be IN SERVICE:
CCX Engine -> SubSystem Manager -> Chat Subsystem
Admin Services -> Cisco Unified CCX WebServices
If CCX WebServices is not running properly and you have installed the UCCX 9.0 base version (9.0.2.10000-71) then you may facing this Bug ID:
CSCuc70764 - CCX web services is in Shut Down mode
which is marked as Resolved on the UCCX 9.0.2SU1 (9.0.2.11001-24)
I've had the issue, have upgraded and they are up and running now.
Rui

Cisco Social Miner 9.0 with CCX multisession chat

Hi There
We are currently testing Social Miner with a customer customer and would like to know the following below
When the Agent start a chat session with a customer the "login-user-id" is shown to the custome.r Can we rather get the “Display name displayed in the web chat instead of the “login user-id” (as it is now).?
Can we "promote” if the chat its open or not ,"sort of a trigger point" that should be as if the agent is logged into social miner, then pushing information to the chat web site that it is open and should be seen by end-user that the chat is available before they submit their issue ?
Before UCCX 10.5 We want to use a Single CAD client using multi chat windows in the integrated webrowsers. Of course we will use several Chat Agent-id's one per chat session. We know that in UCCX 10.5 there will be support for “multisession chat" but until then we want to use several webbrowsers in the CAD for chat
Question: is this possible?
rgds Mikael

Hi Mikael,
For Multisession you will need SocialMiner 10.5 with CCX 10.5. SocialMiner 9 will not work for multisession.
Please find the answers to your questions below -
1) We are working to deliver the feature to set aliases for agent which if set will land up in the customer page instead of the login id.
2) We don't have the auto trigger, what we have is a auto answer which suggests that no agent is available currently. This is notified as soon as customer sends the issue request.
3) We don't support this. However you can play with browser profiles and can launch multiple browser instances in different profiles and have multiple logins on stand alone browsers. This is not tested and I am not sure if the feature will work end to end.
Thanks and Regards,
Praveen

Social Miner - UCCX and position in Chat queue

Hi
Position in queue for web chat customer. It is possible?
UCCX is integrated with Social Miner for webchat.
Alex

its not available in UCCX - 10.6 , May be in future release

Social Miner Chat support

Hi
On release notes it is said that Social Miner-UCCX chat (officially) only supports IE 10-11 and Firefox Enhanced Support Release 31.
These days, other browsers like Chrome, have a big chunk of the market and since Social Miner uses JQuery we would like to know why is this limitation is in place.
Thanks
Alex

CUIC is within UCCX and is supported in BE6K no issues there. Social Miner is a separate VM and isnt' one of the supported apps from all the documentation I have seen. Social Miner is used for web chat but isn't really solely dedicated for CCX, It can also be used as a standalone app.
Srini

UCCX-webchat and social media communication

Dear Team,
I have a client with UCCX version 10. They are looking for a new set up, Customer should access contact center via call, web portal and social media. Through call is working fine. Now they want to implement the web chat and social media communication. Can any one advise, how to configure web chat and social media communication ?. .
license-Premium

Hi,
When you click on Chat, the notification is passed to the Social Miner. The feed on the Social Miner checks for the new notification and creates a contact in the campaign that is sent to CCX. CCX has the Route and Queue subsystem which will check for an agent with the Chat Ready and will route the contact to the particular agent. The agent then joins the Chat room and the connection is established.
Regards,
Arundeep

Ordering Social Miner

Ok, following the CCX Ordering Guide, Social Miner needs to be ordered with the following part number:
CCEH-CCP-SVR-LIC
However this part is showing Invalid when we attempt to order it. Is there a top-level part # that this needs to be ordered under?
Thank you.

Yes, you need to order IPCE-SVR-ADDON as the top-level part. We have pricing details including screenshot in the partner community:
https://communities.cisco.com/docs/DOC-18916

UCCX Chat with Social Miner

Hello,
I have been testing UCCX 9.0 Chat functionality integrated with Social Miner, and found the following things:
There is a way to configure UCCX in such a way that, Chat sessions will not be presented to Agent, if that Agent is already on a Voice Call. This is ok.
But when testing inverse, I have found that, when Agent is having an active Chat session, the Voice call is still presented to operator if he/she were in Ready state. So Agent should manually set the Voice state to Not Ready each time, so that when chatting the new voice calls will not get to him.
Well, is there a way to tell UCCX not to send new Voice calls to Busy with Chat Agents automatically, so that Agent will not have to change the state manually each time as the new Chat session is presented?

Hi,
In UCCX, Voice calls always takes the priority over the email\chat. Inoreder to not get the Voice Calls Agents have to manually Push themselevs to Not-Ready state.
Thanks,
Anand
pls rate helpful posts !!

Social Miner 9.0 Facebook Reply error

Hi,
We have completed the Social Miner installation as well as have configured the Facbook Fanpage and twitter feeds. We have installed the latest COP file for version 9.0.1 as well.
The problem we are facing is that we are able to see only the feeds from Facebook but we are not able to reply. We get the error in Firefox as there was an error posting the comment on facebook.Unknown Third party error.
I have attached the error. Please advise if thisis an authentication issue or if its better to open a case with TAC?

It is a defect CSCuo95524
The reason: – FB changed their permissions so:
Symptom:
User tries to reply to a Facebook post, or like or unlike a post, and gets the following error: "There was an error posting the comment to Facebook Unknown Third Party Error"
Conditions:
SocialMiner Facebook feed authenticated to Facebook page using Facebook Admin user.
Workaround:
Facebook has changed their permissions. To work around the problem, create a new Facebook user who has permission to post to the page, but is not an admin user. Reauthenticate the SocialMiner Facebook feed with this new user.

Cisco social miner facebook issue

i had configured a facebook fan page feed in social miner and authenticated successfully.I then added it to a campaign. after that i posted a comment on the facebook wall. I couldn't get any details from cisco social miner when checking for the results in home page for selected campaign
can anyone help me in resolving this issue? Any feedback would be appreciated?

Hello Fayiz,
What is the version you are using?
Regards,
Shabeer

Apple Mini-DVI to Video Adapter and Mac mini (2009)

Can anyone tell me whether the Apple Mini-DVI to Video Adapter listed here:
http://store.apple.com/ca/product/M9319G/A
works with the latest Mac mini (early 2009)?
If it does not what other solutions are there to connect to composite, component or s-video?

KC from Ann Arbor, MI had this to say as a review on the page to which you have linked;
10-May-2009
I bought a Mac Mini (May 2009) and this Mini-DVI to Video adapter with plans to use it to send an S-video signal to an analog TV. Though the sales staff at the Apple store said it should work, it does not. The graphics card apparently should support it, and it may be addressed with a future driver update, but as of now this does not work. I have used a mini-DVI to VGA adapter and monitor to verify that the port is working, and also verified that the S-video cable and TV input work. There are third party VGA to S-video/RCA adapters available so I plan to use one of those for my purposes. This is probably a 5-star product when used with the right Mac; however, Apple should have made it clear that having a mini-DVI port on your Mac is necessary but not sufficient for this to work - hence the 3 stars.

BU Stance on CUIC and Social Miner (CCX Web Chat) on BE6000

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